Dynamics 365 AI Benefits and Concerns

Dynamics 365 CRM is expanding its use of AI-related features and has branded these new features Dynamics 365 Copilot. They are appearining in most CRM applications and provide many benefits, such as faster user responses, better suggestions, and improved insights. However, they also introduce new legal risks that customers are ultimately responsible for and, in many situations, they can stifle innovation.

The older AI features include traditional machine learning features like product recommendations and performance metrics, whereas new AI features (most in preview) interact with users through natural language. The new AI features deliver improved recommendations based on analyzing more data sources, and real-time analysis of customer interaction, such as analyzing phone calls to provide suggestions to sales staff and generate sentiment analysis for managers, all while the staff member is talking to the customer.

While AI can help organizations improve sales and solve customer problems quicker, they also bring new challenges that organizations need to address with new policies, oversight, and curation.